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Presentation
I am a customer-focused professional with over 8 years of experience in the BPO industry, specializing in both banking and healthcare accounts. My career has been built on delivering exceptional service, resolving complex issues, and ensuring customer satisfaction across multiple communication channels.
• Skilled in chat support, phone communication, and online assistance, consistently achieving high satisfaction scores.
• Known for adaptability, professionalism, and building lasting customer loyalty through trust and empathy.
• Adept at conflict resolution and order processing, ensuring smooth customer journeys and efficient operations.
• Skilled in chat support, phone communication, and online assistance, consistently achieving high satisfaction scores.
• Known for adaptability, professionalism, and building lasting customer loyalty through trust and empathy.
• Adept at conflict resolution and order processing, ensuring smooth customer journeys and efficient operations.
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Offered services
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Background
Chat Support Representative
•Recognized for adaptability and professionalism in handling complex healthcare inquiries.
•Resolve claims, benefits, and service issues by identifying root causes and delivering accurate solutions.
•Ensure compliance with HIPAA guidelines and company protocols while managing sensitive information.
•Provide empathetic, customer-focused support to patients and members, maintaining high satisfaction scores.
•Resolve claims, benefits, and service issues by identifying root causes and delivering accurate solutions.
•Ensure compliance with HIPAA guidelines and company protocols while managing sensitive information.
•Provide empathetic, customer-focused support to patients and members, maintaining high satisfaction scores.
Bank Specialist and Subject Matter Expert
Bank Specialist
• Maintained accurate and up-to-date account information to ensure smooth customer transactions.
• Resolved product issues and customer complaints by clarifying concerns, identifying root causes, and delivering effective solutions.
• Expedited corrections to enhance customer satisfaction and loyalty.
Subject Matter Expert (SME)
• Trained and mentored new batches of customer care representatives, ensuring confidence and competence in their roles.
• Acted as a resource desk to assist agents in reviewing and evaluating customer accounts to determine applicable assistance.
• Provided ongoing coaching and feedback to improve accuracy, quality, and service delivery.
• Maintained accurate and up-to-date account information to ensure smooth customer transactions.
• Resolved product issues and customer complaints by clarifying concerns, identifying root causes, and delivering effective solutions.
• Expedited corrections to enhance customer satisfaction and loyalty.
Subject Matter Expert (SME)
• Trained and mentored new batches of customer care representatives, ensuring confidence and competence in their roles.
• Acted as a resource desk to assist agents in reviewing and evaluating customer accounts to determine applicable assistance.
• Provided ongoing coaching and feedback to improve accuracy, quality, and service delivery.
Store Manager
• Managed daily store operations including staffing, scheduling, and customer service to ensure smooth business flow.
• Oversaw inventory management, cash flow, and product quality control to maintain efficiency and consistency.
• Trained and supervised staff to deliver excellent service and uphold brand standards.
• Oversaw inventory management, cash flow, and product quality control to maintain efficiency and consistency.
• Trained and supervised staff to deliver excellent service and uphold brand standards.
Debt Collection Specialist
• Managed accounts receivable up to 60 days delinquent, ensuring timely follow-up and resolution.
• Negotiated payment arrangements, processed extensions, and updated customer records with accuracy.
• Contacted clients regarding overdue payments and encouraged timely settlements to reduce delinquency rates.
• Maintained compliance with company policies and financial regulations while handling sensitive account information.
• Built rapport with clients to foster cooperation and improve repayment outcomes.
• Negotiated payment arrangements, processed extensions, and updated customer records with accuracy.
• Contacted clients regarding overdue payments and encouraged timely settlements to reduce delinquency rates.
• Maintained compliance with company policies and financial regulations while handling sensitive account information.
• Built rapport with clients to foster cooperation and improve repayment outcomes.
Bachelor of Science in Tourism Management
• Completed coursework in hospitality management, event planning and customer service excellence.
• Participated in industry internships, gaining hands-on experience in tourism and hospitality operations.
• Developed strong skills in client relations, cultural awareness, and service delivery.
• Participated in industry internships, gaining hands-on experience in tourism and hospitality operations.
• Developed strong skills in client relations, cultural awareness, and service delivery.
🇬🇧English
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Working hours
Monday
From08h00To05h00
Tuesday
From08h00To05h00
Wednesday â–ª Today
From08h00To05h00
Thursday
From08h00To05h00
Friday
From08h00To05h00
Saturday
Closed
Sunday
Closed
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